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Director, Cx and Market Research Insights
2 weeks ago
You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Reporting directly to the AVP, CX Insights and Loyalty, the Director, CX and Market Research Insights is responsible for defining a broad insights operating model and operationalizing this new working model for Canada. The goal is to integrate various forms of insights data, analytics and operational data to make key decisions, drive Client-centric value and increase our stakeholder CSAT scores.
**What do you need to succeed?**
- Bachelor’s degree (or greater) in market research, business, economics, behavioural psychology, and/or related fields
- 10+ years of market research and CX research experience, preferably on the internal client side. Should have prior agency (vendor-side) experience.
- Minimum 5-7+ years working at a strategic / director level at a large corporate organization, leading teams that have developed, delivered and owned integrated insight models that rely on various forms of client data (analytics, operational, CX measurements and CX insights).
- Qualtrics, Medallia, Confirmit, or Alida technology savvy.
- Current formal people management experience of CX Research Managers and CX Research Analysts.
- Expert collaboration and influencing skills are mandatory in this role be successful and influence various levels of stakeholders and partners to take action; includes executives, business leaders, agile product owners and CX designers.
- Ability to work independently and collaboratively, productively engaging with others at all levels within and outside the organization
- A strong, demonstrated record of accomplishment of driving business results and organizational change through CX measurement and insights.
- Excellent problem-solving and communication skills with the ability to present a compelling argument for change.
- Financial services industry experience is an asset.
**What will you do?**
**Canada Insights Operating Model and Program**
- Lead a team of research consultants dedicated to supporting our new Insights Operating Model
- Focus on the integration of various forms of data and insights to provide our teams and partners a broad picture of our stakeholders, who they are, their actions and their needs in order to support better decision making at the project and strategy level.
- The key data this program will be responsible to help integrate include various forms of internal analytical data, operational data, journey-based data, listening post data, CX measurements and primary research.
- Partner with UX and Journey Design research teams to provide wholistic insights that provide consistent direction for actioning.
- Deliver timely and actionable CX and Market research insights are easily understood and available to all the appropriate audiences to make key decisions (including strategic, project based and operational decisions).
- Work closely with our Business Unit (BU) partners to disseminate key insights in order help drive and influence stakeholder centric decisions, short/long term impacts to our business, and increase our stakeholder satisfaction scores.
**Lead and plan stakeholder research efforts to generate actionable insights**
- Lead the analysis, commentary and engagement on Canada CSAT survey results (relationship and touchpoint) and trends for Executive discussions; Leverages Data and Analytics Team for development of actionable insights and standard reports/views/dashboards
- Lead all other CX listening posts for Canada in terms of setup, maintenance, governance, data collection, and reporting
- Define and communicate client experience gaps, opportunities and relative severity; Provides advisory services to business stakeholders on client experience
- Lead team to develop and provide resources and tools for various stages of research
- Identify opportunities to improve client experience using feedback from adhoc listening posts and CX Measurement surveys - conduct driver analysis, analyze verbatim comments, conduct workshops with BU stakeholders to prioritize and develop road map for an action plan
- Oversee market research studies to explore client usage, behaviour, perceptions, beliefs, attitudes, and values by leveraging qualitative and quantitative methodologies (interviews, focus groups, surveys, ethnography, etc.). Conduct workshops to identify and assess capabilities to improve the business outcome and client satisfaction
- Own the insights we uncover via our partners a
